80:20 Management Consulting

80:20 Management Consulting
part of the 80:20 Group

Wednesday, August 10, 2011

What Honda of San Marcos Should Do Now

As you may have learnt by my last two posts I am a bit of a car person. My last post showed how nissan responded positively to negative customer feedback.

Today's post is about how a dealer from another automaker should use QA principles to help deal with an issue that has been a PR nightmare.

Basically Honda of San Marcos stuffed up on a number of levels. They didn't have strong processes in place for managing ebay auctions and they didn't have strict policies in place for who is allowed to deal with the media. The end result is that it cost them the potential profit from the sale of the vehicle and also cost future sales because of the way it was initially handled.

From a QA point of view if I was the owner of the dealership I would be in Corrective Action mode ASAP. Short term solution would be to start reversing the negative PR. Make a statement via social media outlining how you intend to fix the issue and make all parties happy. Long term solution, put strict processes in place for all sales that cover what to do in terms of setting reserve prices etc. An external communication policy wouldn't go astray either.

Congrats to Xou Vang though for scoring an amazing ride and kudos to my fellow MY350z forum members (Marques in particular) for showing that the internet can be used for good.

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